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The CIS-ITSM certification is designed for IT professionals who are interested in implementing and managing ServiceNow ITSM solutions. CIS-ITSM exam tests the candidate's knowledge and skills in various areas, including incident management, problem management, change management, service level management, and configuration management. Certified Implementation Specialist - IT Service Management certification is proof that the candidate has the expertise to configure and customize the ServiceNow ITSM platform to meet the unique needs of their organization.
To prepare for the CIS-ITSM exam, candidates can enroll in ServiceNow training courses, study the ServiceNow documentation, and practice with sample exam questions. The ServiceNow website also offers a comprehensive study guide that covers all the topics that will be tested on the exam. Additionally, candidates can join ServiceNow user groups or attend ServiceNow events to network with other IT professionals and learn about best practices and tips for passing the exam.
NEW QUESTION # 18
The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:
Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?
- A. 104.ProblemState.STATES.FIX_IN_PROGRESS
- B. "Fix in Progress"
- C. 0
- D. ProblemState.STATES.FIX_IN_PROGRESS
Answer: D
NEW QUESTION # 19
On the 'Create New" change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?
- A. Default
- B. Out-of-the-box
- C. Unauthorized
- D. Break/fix
Answer: D
NEW QUESTION # 20
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)
- A. Service Catalog and Request Mgmt - Process Guide
- B. Service Catalog and Request Mgmt - Workshop Preparation Guide
- C. ITSM - Business Outcomes and Corresponding KPIs
- D. IT Service Management - Typical Challenges and Remediation
Answer: A,B
NEW QUESTION # 21
True or False: Every Catalog Item uses the same workflow to manage approvals.
- A. False
- B. True
Answer: A
NEW QUESTION # 22
After publishing an item via Catalog Builder, the associated update set is set to which state?
- A. In progress
- B. Published
- C. New
- D. Complete
Answer: D
Explanation:
Detailed Explanation:
Once an item is published through the Catalog Builder in ServiceNow, the associated Update Set is set to the Complete state. This signifies that the update set has been finalized and no further changes are expected, ensuring that the item is available for use in the Service Catalog.
NEW QUESTION # 23
Which of the following are valid channels to create incidents? (Choose three.)
- A. SMS
- B. Inbound Email
- C. Support Chat
- D. Social Media
- E. Service portal
Answer: B,C,E
Explanation:
Explanation
SMS & Social media are not OOTB channels to create incidents.
NEW QUESTION # 24
Which of the following is NOT included in the Incident Management Lifecycle?
- A. Investigation and Diagnosis
- B. Approval and Fulfillment
- C. Resolution and Closure
- D. Creation and Classification
Answer: B
Explanation:
NEW QUESTION # 25
Configuration items can be created via the change management process.
- A. True
- B. False
Answer: A
Explanation:
Creating CI can be done in any of the following ways:
1. Manual creation via the Configuration application modules
2. Via service catalog fulfillment processes
3. Import from external source
4. Integration with 3rd party systems
5. Automated discovery tool(s)
6. Creation triggered from asset management
7. Via change management process
NEW QUESTION # 26
Which script action is called once "Communicate Fix" is clicked?
- A. Copy Prb fix to Inc
- B. Copy Problem Fix
- C. Copy Prb fix to Inc comments
- D. Copy Prblm Fix to Incdnt Comments
Answer: C
NEW QUESTION # 27
Which of the following roles can delete cart layout?
- A. catalog_editor
- B. catalog_admin
- C. catalog_manager
- D. None of the listed answers
Answer: D
Explanation:
Nobody can delete cart layout.
NEW QUESTION # 28
Which platform role can create service portfolios and taxonomy nodes?
- A. portfolio_admin
- B. portfolio_viewer
- C. portfolio_editor
- D. portfolio_manager
Answer: A
Explanation:
Detailed Explanation:
The portfolio_admin role in ServiceNow has the necessary permissions to create service portfolios and manage taxonomy nodes. This role provides the highest level of access for managing the structure and content of service portfolios, enabling the user to organize services and offerings in a way that aligns with business goals.
Documentation reference: Service Portfolio Management Roles.
NEW QUESTION # 29
If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?
- A. The Assignment group field remains empty
- B. The agent is prompted to select the Assignment group
- C. The Assignment group field is populated with agent's user group
- D. An error is displayed indicating the Assignment group field must be populated before executing the Assign to me Ul action
Answer: B
Explanation:
Reviewed code for UI Action in Tokyo/Utah/Vancouver. It just prints an error message and does nothing, so answer is A.
if (current.assignment_group.nil()) {
var memberGroups = new global.IncidentUtils().getMemberGroups(gs.getUserID(), 2); if (memberGroups.length > 1) { gs.addErrorMessage(gs.getMessage("Assigned to user {0} is member of multiple groups, please select one as Assignment group ", [gs.getUserDisplayName()])); return;
}
NEW QUESTION # 30
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
- A. Application Menus
- B. Report
- C. Dependency view
- D. CI Class Manager
Answer: D
NEW QUESTION # 31
When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?
- A. Domain [sys_domain]
- B. Number [number]
- C. Correlation ID [correlation_id]
- D. Task Type [sys_class_name]
Answer: D
NEW QUESTION # 32
Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?
Actual start is set when the _____________.
- A. State changes to Implement. Actual end is set when the State changes to Review.
- B. State changes to Implement. Actual end is set when the State changes to Closed.
- C. State changes to Scheduled. Actual end is set when the State changes to Review.
- D. First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.
Answer: B
NEW QUESTION # 33 
Consider the above trigger intended to assign the Account to the manager of the Account's region.
Which two changes should a developer make in this trigger to adhere to best practices? (Choose two.)
- A. Use a Map accountMap instead of List accountList.
- B. Use a Map to cache the results of the Region__c query by Id.
- C. Move the Region__c query to outside the loop.
- D. Remove the last line updating accountList as it is not needed.
Answer: A,B
NEW QUESTION # 34
How to customize the fields that appear when a user hovers over the reference icon?
- A. Add a new record in the Reference Popup table and configure the variables.
- B. Modify "ref_contributions" attribute for the field.
- C. Create sys_popup view.
- D. Modify "ref_ac_column" attribute for the field.
Answer: C
Explanation:
Explanation
NEW QUESTION # 35
When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?
- A. New interaction is created from the message
- B. New incident created from the message
- C. Email is rejected and auto-reply sent to sender
- D. New case is created from the message
Answer: B
NEW QUESTION # 36
Which of the following roles is allowed to create a new CI class? (Choose two.)
- A. itil
- B. cmdb_read
- C. admin
- D. itil_admin
Answer: C,D
NEW QUESTION # 37
On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents. Which table stores the list of potential field values displayed in these two fields?
- A. Incident [incident]
- B. Category [category] table and the Subcategory [subcategory]
- C. Variable Category [item_option_category]
- D. Choice [sys_choice]
Answer: D
Explanation:
Explanation
Choices are stored in the Choice [sys_choice] table, which also contains choices for EVERY choice field in the system.
NEW QUESTION # 38
A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?
- A. Problem > Process Health Dashboard
- B. Problem > Homepage
- C. Problem > Overview
- D. Problem > Dashboard
- E. ITIL Manager > Homepage
Answer: C
NEW QUESTION # 39
Which of the following can the end user see in the related search result?
- A. Resolved Incidents
- B. Knowledge Articles
- C. Open Problems
- D. Resolved Problems
- E. Open Incidents
Answer: B
Explanation:
Explanation
Related resolved & open incidents and resolved & open problems don't appear to end users. End users can only see related knowledge articles and catalog items.
NEW QUESTION # 40
Which of the following variables is NOT supported within a multi-row variable set?
- A. Label
- B. Wide Single Line Text
- C. Email
- D. Multi Line Text
Answer: A
NEW QUESTION # 41
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To prepare for the ServiceNow CIS-ITSM Exam, candidates are expected to have a solid understanding of ITSM processes and principles, as well as hands-on experience with the ServiceNow platform. CIS-ITSM exam consists of 60 multiple-choice questions and has a time limit of 90 minutes. Candidates who pass the exam will receive a certificate that demonstrates their expertise in implementing ITSM solutions using ServiceNow.
Ace CIS-ITSM Certification with 187 Actual Questions: https://www.test4engine.com/CIS-ITSM_exam-latest-braindumps.html
Free ServiceNow CIS-ITSM Exam Question Practice Exams: https://drive.google.com/open?id=12Xm2qwgcXGB9b3DmMikkB8yzZSuUCFR8